Discover the critical importance of taking action on customer feedback and process engineering. Learn how integrating Agile methodologies with customer experience can uplift your business. Nicholas Zeisler shares invaluable insights on making customer experience data actionable and improving internal processes for superior customer satisfaction.

Nicholas “Z” Zeisler is a Customer Experience Strategist and Fractional CXO. He helps client companies identify gaps in their Brand Promise Delivery and adjust, update, and improve internal processes, systems, and policies to ensure Customers have properly aligned experiences every time they interact with them. He’s a 30-year Air Force veteran and currently serves at the US Air Force Academy as a statistics professor and is also a Professor of Practice in Michigan State University’s first-in-the-nation Master of Science degree program in Customer Experience Management. He lives in Colorado with his partner and their awesome dog.

LinkedIn: https://www.linkedin.com/in/zeislerconsulting/

Website: https://zeislerconsulting.com/

Episode Summary

In this engaging episode, Nicholas Zeisler emphasizes the necessity of acting on customer feedback to improve customer experience and operational processes. He shares his journey from process engineering to customer experience, highlighting the value of curiosity and continuous improvement. Nicholas provides practical examples of how organizations can leverage VOC (Voice of the Customer) data, integrate Agile practices, and foster a customer-centric culture to achieve significant business outcomes.

Top 3 Key Learnings

1. Actionable Insights: Simply collecting customer feedback is not enough. Organizations must translate insights into concrete actions to improve customer experience and operational efficiency.

2. Cross-Disciplinary Integration: Combining methodologies such as Lean Six Sigma, Agile, and VOC processes can create a holistic approach to solving customer issues and improving business processes.

3. Curiosity and Continuous Improvement: Cultivating a culture of curiosity and a mindset of continuous improvement is essential for identifying root causes of issues and innovating effective solutions.

Chapters

00:00 Game Start

00:34 Introduction of Nicholas Zeisler

01:42 Nicholas Zeisler on Process Improvement

03:32 Critical CX Principles

07:00 Real-world Examples of CX Transformation

12:57 Integrating Agile and CX

18:51 The Importance of Small Changes

23:32 Skills for CX Leadership

27:11 Future of CX

28:23 How to Contact Nicholas Zeisler

29:57 Nicholas Zeisler's Golden Nugget

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